The services are offered by Sencha in English. However, provided that Sencha distributors, partners and/or resellers (“reseller”) can offer assistance in the local languages of the resellers. In this case, resellers may offer their own support terms (including, but not limited to availability, response times, access method and delivery) at the reseller`s sole discretion, and the reseller`s own support conditions will control the dealers` local language support, and sections 3a and 3b will not be applied to the dealer`s local language support. The response time indicated in each support plan is the time elapsed between receiving a request for assistance via the Sencha support portal (support.sencha.com) and the time Sencha starts the support service, including oral or written confirmation to the client. The actual time required to fully resolve the support request if such a complete solution occurs may be longer than the specified maximum response time. The response periods mentioned above refer to English-based help and language assistance is processed in section 3c below. At least you want a confidentiality agreement. If you control proprietary source code, you may also want a restrictive source code license. When dealing with personal data, you need a data processing agreement to comply with data protection legislation. All support features listed in this section are rated in x credits and are only available until the amount of x credits available in the customer`s support account at the time of the support incident. Additional x credits can be purchased at any time and spent on additional support (provided these credits are not due in accordance with Section 5).
All references to “costs” in this section mean credit costs x based on the value of credit x of the service. All references to “billing” in this section mean the deduction of cumulative x credits from the customer`s support account. The customer is responsible for all hardware, operating systems, network installation, network maintenance and configuration and use of all file control systems necessary to support the software. The client may be required to provide Sencha with reproducible test cases (s). In other cases, the customer may be required to grant Sencha limited access rights to the client`s proprietary computer systems in order to enable Sencha to provide services. In some cases, it may be necessary for the customer to grant resellers some limited access rights to the customer`s proprietary computer systems so that resellers can provide local voice support from resellers in accordance with Section 3c. A software support contract is exactly what it looks like. If you own a business, you may need help keep your business zooming in. Or maybe you`re undressing your technology services. The software can be a Doozy to manage and fight, can lead to wasting time, money and resources. Sometimes it`s best to keep a software genius on retainer to deal with any errors in the system for you. And when it comes to updating your company`s software, the right professional can make the transition much smoother.
Just make sure that all parties involved have the conditions in writing – provided your printer software is properly formed.